Customer Support Specialist, V.a
Iyinoluwa
| Hourly: | $2.5 | Daily: | $100 |
| Monthly: | $400 | Contract: | Available |
Customer Support Specialist, V.a
I'm your Customer Support Oasis and Virtual Ally! A result-driven professional with a proven track record of driving success in customer support with a knack for delivering outstanding support and optimizing team performance. With a Bachelor's degree in Psychology and three years in the field, I'm dedicated to delivering exceptional service and driving team success. Proficient in platforms like Intercom and Slack, I consistently exceed service targets, maintaining a 95% CSAT and 100% SLA. As Shift Manager, I effectively lead teams to surpass daily goals and ensure seamless operations. I also offer a wide range of administrative support services tailored to your unique needs. From managing calendars and scheduling appointments to handling email correspondence and conducting research, I've got you covered. With precise attention to detail and a knack for organization, I'll streamline your workflow and boost efficiency. My adaptable nature and positive demeanor make me a valuable asset to any team. I'm excited to leverage my skills to contribute to your organization's success.
Education / Certificates
Bachelors | Obafemi Awolowo University
2015 | 2019
B.Sc in Psychology
Training And Certification | Jobberman Soft Skills Training
2020 | 2020
Training And Certification | Linkedin Learning
2021 | 2021
Certification in: Become a Customer Service Specialist and Creating Positive Conversations with Challenging Customers
Training And Certification | Alx
2023 | 2023
Training in Agile, Soft skills, Google Workspace, Excel, and Data Analytics
Employment History
Customer Support Specialist/shift Lead | Hugo Technologies
April, 2022 - Till Date
Ensure all agents uphold exceptional customer service standards, guaranteeing prompt and accurate service delivery. Proficiently manage team scheduling and generate detailed reports to visualize productivity and performance metrics, enabling data-driven decision-making. Coordinate with compliance teams to make sure customer experience efforts fit within regulatory guidelines. Maintain a high level of product knowledge to handle customer inquiries effectively and offer personalized recommendations based on the user’s needs. Handle escalated tickets, troubleshooting and assist agents with handling complex issues and customers. Skillfully organize and facilitate both general and team huddles and meetings, fostering clear communication and team collaboration. Assume responsibility for managing the assigned shift, effectively delegating tasks to agents to streamline operations and maximize productivity.
Customer Support Agent | Hugo Technologies
December, 2020 - April, 2022
Responded to client inquiries, troubleshoot technical issues, and provided solutions to problems or questions related to the product or service. Communicated with clients through chat and email channels and maintained a professional and helpful demeanor. Resolved customer service or billing complaints by investigating issues and issuing refunds. Met inbound customer needs while maintaining strict performance targets. Achieved a daily CSAT of 95% and SLA of 100%. Escalated complex or unresolved issues to higher-level support or development teams for further investigation and resolution when necessary. Collaborated with product development and technical support to address customer needs and improve overall customer experience.
